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Covid Update

Stay Safe

Updated 13th August 2020

Our Commitment to you

Thank you for your patience and understanding over the past months as we had to delay the opening of The Falcon, Castle Ashby in April of this year. We are pleased to say that we will be opening our doors on 1st September, with a phased approach, and we would love to welcome you as our first guests to the hotel.

We realise that for many people there are concerns about staying at a hotel in the current climate, but please be assured that our main objective is your wellbeing and to provide you with a safe environment where you can rest, renew and restore.

With this in mind, much thought and consideration has been given to instilling best practices and protocols when we open our doors.  Working alongside current governmental guidelines we invite you to read about all of the preparations and procedures that we have implemented below. If the information does not answer your questions or concerns, then please speak with us directly on Tel: 01604 698005 or email us at reservations@thefalcon-castleashby.com.

With only 22 bedrooms, The Falcon is set within the restorative landscape of Castle Ashby Estate with its 10,500 acres of open countryside - a true haven for those in need of space, calm, rest and renewal.

Our team look forward to welcoming you to The Falcon, Castle Ashby very soon.

Travel safe and stay well.

Douglas Cooper, General Manager
Lord and Lady Northampton

Our Approach

In response to the COVID-19 pandemic we will implement practices and processes based on the guidance we have received from HM Government, Public Health England and supported by industry specific advice from UK Hospitality.

We can confirm that we will comply with the government’s ‘COVID-19 Secure’ guidance on managing the risk of COVID-19 in the workplace. Due to the constantly changing nature of this guidance and advice, our internal operating practices and protocols will be continuously reviewed and immediately updated. The information detailed below may therefore change without notice.

As we are managing a Public Health issue, we expect the full support and co-operation of all of our guests, our team and our business partners. Only through our collective efforts can we successfully combat the spread of COVID-19 and keep each other safe and healthy.

Our Team & Guests

Our Team
Temperature checks will be taken daily for all members of the team before entering the hotel and upon departure
All members of the team will be required to wash their hands (or use hand sanitiser) every 20 minutes
If a member of the team feels unwell, he/she/they will be required to stay at home and official guidance on self-isolating will be followed
All members of the team will be required to wear PPE as appropriate
The team will follow a policy of no physical contact and observe the 2-meter distance rule from guests and colleagues as much as possible, as recommended by the government
Team members will follow the company’s COVID-19 Secure operating procedures
We will continue to hold virtual meetings rather than on-property team meetings
We will stagger our team’s shifts and days of service and will reduce the total staff count where possible
We will implement a standard that our teams will not be assigned to complete any tasks with more than two team members assigned unless they are working outside
Our team will receive ongoing training
Our team will have a “no contact” protocol – including handshakes

Our Guests

If in the unfortunate case, you have any COVID-19 symptoms such as fever, cough, shortness of breath, or loss of taste and smell, we ask that you contact us, and allow us to reschedule your stay. It is important to note, that for the safety of our guests and the safety of our team, that any guests displaying symptoms consistent with COVID-19 will be requested to seek medical attention. Should you be advised to self-isolate, we will request that you check out immediately and return home. If you are on a pre-paid rate, you will be refunded the balance of your stay.

Please adhere to the following guidelines:

Please complete your Guest Health Questionnaire 24 hours in advance of joining us. If we do not receive this back in advance of your stay, you may be refused entry
Your car will not be valet parked so you will be required to park your car yourself and make your way to the hotel entrance
Your temperature will be taken at the hotel entrance and if your temperature is 38 degrees or above, unfortunately, you will be declined entry and your deposit refunded (if a pre-paid rate) or your stay re-scheduled
On arrival, guests will be asked further health check questions
Room key access will be via your mobile phone
Hotel residents will receive an amenity kit in your room upon arrival, which includes sanitiser, wipes and face masks (if still in line with Government Guidelines)
We ask that when and where appropriate, that you make use of the kits
We ask that everyone respects the 2m social distancing guidance
Hand sanitisers are placed throughout the hotel. Please use them frequently
Please use your bedroom toilet rather than toilets in public areas
Please wash your hands when returning to your bedroom
Cash will not be accepted, unless arranged by prior agreement, credit card details will be required prior to arrival to ensure contactless payment
And finally, please treat our team and your fellow guests with kindness and respect; this is a difficult time for all of us

Our Hotel

Social distancing measures will be in place in all common areas
Signage will be displayed in all common areas to reinforce social distancing message
Enhanced cleaning programme in public areas with an increased frequency in disinfection of high touch areas
Hand sanitising stations will be provided at every doorway/key public area (reception area, restaurant, bars and toilets)
We have flexible terms and conditions for all individual bookings whereby you can cancel 48 hours prior to arrival for a full refund. For group and event bookings please speak directly to the hotel, our terms remain the same
Due to the COVID-19 restrictions currently in place, some of our activities, services and facilities are unfortunately limited or not available
The General Manager is responsible for all aspects of our ‘COVID-19 Secure’ operating plan. You can contact the Duty Manager at any time prior to, and during your stay, should you have concerns related to this or any other matter

Food & Beverage

The highest food safety standards will be maintained
Our restaurant and bars will be open with reduced hours of service
Eyas restaurant will be closed for lunch and dinner on Monday and Tuesdays. A bar food menu will be available on these days in the East Wing Bar
Screens will be in place at bar counters
We will reduce the number of tables in the dining rooms and lounge
We will expand our outdoor spaces for food and beverage offerings
We will expand dining hours when restrictions ease
We will limit table linens and have established strict table/chair sanitisation procedures between guest seating periods
Salt and pepper shakers will be removed and available on request. They will be sanitised after each use
We will not offer a continental breakfast buffet. Breakfast will be available from an a la carte menu
Room service will be temporary suspended
We will not accept cash payments unless arranged by prior agreement
We will use batched cocktails/ingredients where possible to limit the handling of products
Single use menus will be in place across outlets excluding our outdoor terraces, these will have                          wipeable menus which will be wiped and sanitised after each use
There will be ‘to go’ options in our food and beverage outlets
Please make use of our outside picnic offering (weather permitted)

Guest Experience, The Stables Yoga Studio & Activities

Guest Services
When using the external hotel transport service, the driver and guests will be required to wear a face mask
Valet parking will be suspended until further notice
Our check in and out procedure will have limited contact with team members – full details to be confirmed
Luggage handling will be modified to promote the safety of our guests and team members
Guest laundry service will be suspended until further notice
Babysitting will be suspended until further notice
Games, puzzles, bikes, etc. will be arranged in advance to assure sanitisation between use
We will remove books and magazines from bedrooms and public spaces. These items will be available upon request to assure sanitisation between use
Please adhere to social distancing regulations with walks, cycling and visits to Castle Ashby Gardens
Kids club will be available outside only (weather dependent and during school holidays)
We will remove some furniture from the restaurant, bars and East Wing lounge to ensure social distancing rules can be observed and we kindly ask that you do not reposition items
For the safety of our hotel team, we will not be servicing rooms during your stay, unless requested to do so. Please vacate your room and ventilate prior to housekeeping staff entering
Turn down service will be suspended until further notice
Our LA-EVA amenity bottles in bedrooms will be thoroughly disinfected after each guest stay
Minibar and snack box items will be removed from rooms. Items will be available upon request
We will clean your bedroom with extra care and sanitise it accordingly. We are aware of high contamination points (telephones, TV remote controls, door handles etc)
We have removed non-essential items to minimise any contamination risk (bath robes, slippers and amenity boxes). These items will be available upon request

The Stables – Yoga Studio
Please complete your Guest Health Questionnaire 24 hours in advance of joining us. If we do not receive this back in advance of your practice, you may be refused entry
The yoga studio will be available to residents and pre-booked non-residents only. A validation method will be in place
Hand sanitising stations will be in place at the entrances of the yoga studio
Signage and a procedure will be in place to ensure social distancing is followed
Work out mats will be removed
Please bring your own mats, blocks and straps
We will only offer bottled water
We will remove all reading material
Hand towels will be available upon request
Class sizes will be reduced
The studio and toilet facilities will be disinfected by electrostatic sanitation after each practice

Wild Swimming (weather permitting)
Please complete your Guest Health Questionnaire 24 hours in advance of joining us. If we do not receive this back in advance of your swim, you may be refused participation
Wild swimming will be available only to hotel residents. A validation method will be in place
Please ensure social distancing is adhered to when walking to and from the swimming lake
A hand sanitising station will be in place at the changing cubicle near the swimming lake
We will only offer bottled water
Please bring a bathroom towel and a bathrobe (request item from housekeeping) with you
A maximum of 10 guests will be able to partake in the activity
The changing cubicle will be disinfected by electrostatic sanitation after each activity

Our Business Partners

We will be receiving visitors and contractors to site by appointment in advance only
You will be asked to complete a pre arrival health questionnaire and return it 24 hours prior to arrival
Deliveries will only be received at the Boot Room door; suppliers may not enter the premises unless they have an appointment
Access to back of house areas is restricted to hotel team members only. No guest tours or contractor use of welfare facilities are permitted